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With the aim to transform IT service desks around the world, ManageEngine ServiceDesk Plus is a unified IT management platform that covers essential functions: ticket tracking from creation to closing, IT asset and non-asset management, incident and problem resolution, infrastructure change management, service catalog, CMDB (configuration management database), purchase order and contract management, SLA (service level agreement) monitoring, and IT project management.
ServiceDesk Plus is equipped with a dashboard that displays in real time a consolidated, single view of support requests, infrastructure changes, software updates, and a whole lot more. ManageEngine ServiceDesk Plus offers native mobile apps for Android and iOS devices for on-the-go IT service management.
Used by 100,000+ organizations and approximately 750,000 technicians from more than 185 countries, ManageEngine ServiceDesk Plus is an online IT systems platform focused on various IT management processes. The helpdesk management functionality ensures your technicians are able to resolve relevant end-user issues as efficiently as possible and keep your daily operations functioning as they should.
The IT asset management feature provides system administrators with the requisite tools to monitor and control the performance of their IT infrastructure, so they can minimize the possibly debilitating business effects of changes, problems, and incidents, get down to their root causes, and prevent them from happening again.
ManageEngine ServiceDesk Plus is, at the core, a helpdesk solution. The Requests tab in your ServiceDesk Plus portal aggregates all requests forwarded to the support team. Requests can be auto-assigned according to predefined business rules to the most qualified technician or support group, unassigned from a previous technician, picked up by an available technician, and edited to include a description of the resolution. A start/stop timer is also available to help technicians comply with SLAs.
Helpdesk requests come in two forms: incident requests, such as a printer not printing, and service requests, such as software installation in workstations. In the request list view, filters can be used to easily locate the requests matching certain criteria such as open, unassigned, overdue, due today, pending approval, and so on. Individual requesters can log in to their ServiceDesk Plus self-service portal where they can track the status of their helpdesk requests, as well as search the knowledge base for solutions to their queries. In case they forget their password, a self-reset password tool is available.
IT teams can showcase IT offerings to end users by building a service catalog. Each IT service offered can have approval workflows, SLAs, and tasks associated to it.
The ManageEngine ServiceDesk Plus asset management module monitors and controls an organization’s IT and non-IT assets. These include workstations, routers, switches, printers, access points, hardware components such as mouse, keyboard, and printer inks, and even office fixtures and equipment such as tables, chairs, furniture, phones, and projectors.
Software asset management, on the other hand, helps you keep track of installed software licenses, how frequently the software is being used or if it is being used at all. Scheduled scans ensure continued software compliance by auto-detecting unauthorized software installations. There are also integrated modules to cover the entire life cycle of the purchase order and contracts management process.
The ManageEngine ServiceDesk Plus project management feature allows you to manage IT projects, such as the upgrade of datacenter servers or replacement of phone devices. It contains features like a project workflow engine that moves tasks through to completion, project roles that determine a user’s access permissions, milestones so teams know how their efforts stack against the project’s objectives, tasks that make up the work breakdown structure and their dependencies.
A Gantt chart view for a quick snapshot into the progress of the project is available, so are timesheets, a project overview map, comments for discussions, and the History tab that lists every project event. Requests and changes can be associated with projects.
When changes to your infrastructure occur, the ManageEngine ServiceDesk Plus change management module is in place to minimize their adverse effects and maximize the service quality improvement IT changes can bring to your operations. This feature follows a six-stage workflow process: submission, planning, approval, implementation, review, and closing.
Reminders regarding changes can be set up. Aside from them showing up in the Quick Actions dropdown in your ServiceDesk Plus screen, you can opt to send yourself an email hours or days before the changes are rolled out. Change-related notifications can also be sent out, even broadcast to involved users and technicians on their announcement boards.
ServiceDesk Plus comes with out-of-the-box reports, such as reports on incident and service requests, completed requests regardless of type, requests that violate SLAs, pending requests, time spent by technicians on requests, surveys, workstations and servers, purchase versus installed software, and many more.
Custom reports tailored to your unique requirements can be created straight from the ServiceDesk Plus user interface, as well as query reports, flash reports, and new scheduled reports. Report settings can be customized, such as the size of each column, the format of your reports’ date and time, if links should be disabled, and so on.
ManageEngine ServiceDesk Plus carries ready-made integrations with apps such as ManageEngine OpManager for network and incident management, ManageEngine Desktop Central for the management of Windows desktops, Zoho Reports for helpdesk analytics, and ManageEngine ADSelfService Plus for self-service password resets.
It has a REST API that allows IT teams to integrate existing applications with ServiceDesk Plus, so you can seamlessly share information between apps. The API also automatically turns monitoring alarms or triggers into helpdesk tickets.
ManageEngine ServiceDesk Plus offers three pricing editions: Standard, Professional, and Enterprise. Standard, which is forever free, covers helpdesk management and can accommodate an unlimited number of users, tickets, and technicians. Professional, which starts at $395 per month, includes helpdesk and asset management features.
The Enterprise edition, starting at $995 per month, comes with helpdesk, asset management, and IT project management functions.
Basil Musa, Founder at LessonsLearnedServer.com
We used ServiceDesk in the ISP (Internet Service Provider) that I worked for. We nearly lost hope in finding good helpdesk software with ITIL compliance. We even considered building a home-made application. For two years, BMC Remedy gave us a hard time from a usability and performance perspective, in addition to their highly priced customization bills. Until, one day, a decent consultant forwarded a link to ServiceDesk Plus. ServiceDesk Plus breaks the myth that 'java server applications are slow' and really shows that a high quality product with good efficiency and performance can be built using Java. It's all up to the engineers (and when it's slow, its all their fault). One thing I learned from ServiceDesk; don't blindly trust Gartner reports when searching for good software. At the time of searching, Gartner Quarterly reports listed BMC at the top with no mention whatsoever of ServiceDesk Plus. I'm not blaming Gartner for corrupt information, I'm sure they have their criteria in place, but at the end, they're humans, they have their mistakes, biases, misinformation, etc.
Pros: 1. Light-weight and highly responsive. Intuitive interface. 2. Wonderful 'Solutions Knowledge Base' side feature based on articles and with an excellent search functionality. (We no longer use Media Wiki, however I'm doubtful about dropping MediaWiki). 3. The ServiceDesk API gives you unlimited abilities to automate and integrate with other applications. For example, we were able to integrate Nagios Network Monitoring tool so that a high priority alarm could automatically open a ticket on ServiceDesk Plus. 4. I admire the effort they placed on their online documention with their and searchable online you'll hardly need to contact support.
Cons: Nothing major, but would like to see improvements in the following areas: 1. Provide a visual view of all entities in the system. Virtual Machines, Routers, Physical Servers, etc. using graphing tools. 2. Provide a searchable menu. For example, if I type "LDAP Authentication" this would show me the "Domain Controllers" in the setup menu (Similar to CPanel's menu search feature). 3. More help notes & tips on 'what to do next' and on 'keyboard shortcuts'.
Ease of use
Value for money
This is a web based IT management software which helps you to manage your IT effectively. I use it to track different software licenses, the software shows you as well the number of times that one software has been installed. The tool gives you enough flexibility to choose the deployment model that fits to your business needs. Very positive is that ManageEngine is completely customizable and easy to implement, no add-ons are needed.
Pros: Very flexible and easy to implement
Cons: The standard version is good enough for SMBs, for larger enterprises you need the professional or enterprise edition
Vladimir Radulovic, ITIL Specialist and M-Files (document mmanagement)solution provider
siddik shaik, Senior Product Developer
Ease of use
Value for money
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